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Utilizing Correspondence in EspoCRM

Overview

At dubas s.c., we leverage EspoCRM as our primary system to manage business processes and ensure a seamless flow of information. One of the most impactful customizations we’ve implemented is the Correspondence entity, designed to organize and track all business-related letters and communications.

This guide details our implementation, how we use the Correspondence entity, and the benefits it has brought to our company.

Why Correspondence Management Matters

In our business, correspondence plays a vital role in maintaining relationships with clients and partners. To comply with our internal policies, all communication—whether physical or digital—must be systematically stored and easily accessible. This ensures:

  • Centralized data management.
  • Improved traceability of communication.
  • Compliance with record-keeping standards.

Implementation of the Correspondence Entity

Key Features

The Correspondence entity in EspoCRM is designed to accommodate the following information:

  • Summary of the Letter: A concise description of the correspondence content.
  • Direction: Indicates whether the letter is inbound (received) or outbound (sent).

  • Status: Dynamic values depending on the direction:

    • Inbound: Pending Review, Processed, Archived.
    • Outbound: Pending Approval, Sent, Delivered.
    • Tracking Numbers: For tracking physical letters, integrated with carrier information.
    • Related Records: Links correspondence to other relevant records such as cases or invoices.
    • Postage and Delivery Dates: Tracks the timelines of sent or received letters.
    • Description: Provides detailed context about the correspondence.
    • Scanned Copy: A digital attachment of the physical letter.
    • Internal Number: A unique identifier for each correspondence.
    • Assigned User: Designates responsibility for managing the correspondence.

Integration with Other Modules

The Correspondence entity is seamlessly linked to other core entities in EspoCRM, such as:

  • Accounts: All correspondence is visible under the associated account.
  • Contacts: Tracks communication with specific individuals.
  • Cases and Invoices: Ensures traceability when letters pertain to specific operations.

Custom Fields

To enhance functionality, we’ve added several custom fields, including:

  • Carrier: Identifies the delivery service used.
  • Dynamic Status: Changes based on the correspondence’s direction.

Usage

Recording Correspondence

  1. Inbound Letters:

    • Log the summary, tracking number, and postage date.
    • Attach a scanned copy of the letter.
    • Link to relevant entities (e.g., client account or case).
    • Assign the letter to the responsible user.

  2. Outbound Letters:

    • Create a draft with summary and recipient details.
    • Specify postage and expected delivery dates.
    • Track the letter’s status until it is delivered.

Workflow Automation

  • Status updates trigger automated notifications to assigned users.
  • Delivery dates prompt follow-up reminders.
  • Integration with carriers’ APIs for real-time tracking.

Reporting and Insights

Using EspoCRM’s reporting tools, we can:

  • Monitor correspondence trends (e.g., number of letters sent per month).
  • Track response times for inbound communication.
  • Ensure timely delivery of outbound letters.

Benefits

Centralized Data Management

All correspondence is stored in a single, unified system, reducing the risk of lost or misplaced information.

Improved Accountability

The use of unique identifiers, assigned users, and dynamic statuses ensures that every piece of correspondence is managed efficiently.

Enhanced Customer Relationships

By linking correspondence to accounts, contacts, and cases, we maintain a comprehensive history of client interactions, fostering stronger relationships.

Operational Efficiency

Automated workflows, reminders, and carrier integrations reduce manual effort and improve overall efficiency.

Practical Example

Imagine receiving a customer complaint via mail. Using the Correspondence entity:

  1. Log the letter as an inbound correspondence.
  2. Link it to the relevant client account and the associated case.
  3. Assign it to a team member for resolution.
  4. Track its status from "Pending Review" to "Processed."
  5. Generate a report to analyze complaint trends for future improvements.

Conclusion

The Correspondence entity in EspoCRM has transformed how we manage business communication, ensuring all letters—physical or digital—are efficiently tracked, stored, and linked to the relevant records. This customization has not only streamlined our processes but also enhanced accountability and customer satisfaction.

By adopting similar strategies, any organization can elevate its correspondence management to the next level.